Pankaj Sharma
Jaipur
Summary
Dynamic Assistant Manager at MetLife Global Operation Support Center with over 13 years of expertise in Operations Management and People Management. Proven track record in driving customer satisfaction and compliance with CMMI Level 5 standards. Skilled in delivering impactful Power BI reports and fostering strong client relationships while managing diverse teams effectively.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
MetLife Global Operation Support Center
Jaipur
06.2011 - 03.2025
- Company Overview: Worked with an MNC, where I have learned how to lead a team and deliver the best performance.
- Collaborated within a team to engage with individuals from diverse backgrounds.
- End to End governance of Sales Comp Admin process in terms of their timelines and deliverables
- Expertise in spearheading entire operations functions with large resource, driving customer satisfaction
- Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT
- Team Manager with excellent interpersonal skills; capable of managing or mentoring team members and collaborating across organizational, boundaries, embrace change, work in matrix management arrangements
- A result-driven professional with over 13 years of experience in Process Management, Operations Management
- Domain expertise in Individual & Group Customers insurance products
- Training Class & Attrition Management
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Managed process documentation to ensure compliance with CMMI Level 5 standards.
- Led the BCM requirements from a BCP standpoint for 15+ processes and upload the status on the Salesforce tool.
- Delivering interactive Power BI dashboards and reports, enabling data driven decision making
Education
Bachelors - Computer Application
CCS University
Meerut07-2007
Skills
- Operations Management
- People Management
- Client Relationship Management
- Customer & Escalation Management
- SLA Management
- Lean Six Sigma
- CMMI Maturity Level 5
- Risk and Opportunity Management
- Business Continuity Management
- Data Analysis
- Compliance Management
- Power BI Reporting
- Process Improvement Strategies
- Microsoft Office Expertise
Certification
- Yellow Belt Certified
- Power Query
- Management Development Programme in IIM Lucknow
- ALMI Certified
- PL 300 (Power BI) (Pursuing)
Languages
- Hindi
- English
Hobbies and Interests
Watching Movies
Projects And Achievements
- Yellow Belt Project - Referral Reduction, Collaborated with cross-functional teams to address stakeholders' request for reducing referral rates from 23% to the targeted 8%. Worked closely with Business Excellence and Quality Assurance teams to implement effective strategies., Analysed current referral processes and identified bottlenecks., Implemented various techniques and tools to streamline the referral process., Successfully reduced referral rates to meet the stakeholder's target of 8%., Improved overall productivity by implementing a centralized approach for referral handling., Addressed stakeholder concerns regarding high referral rates., Overcame operational challenges in implementing the centralized referral handling approach., Reduced referral rates from 23% to the targeted 8%., Increased productivity and efficiency in the referral handling process., Realized a pass back of 1 FTE, demonstrating cost effectiveness and operational improvements.
- Lean Initiative: Reduction in NVA's of process, Reduced non-value-added activities (NVA) in the process through a comprehensive analysis of the existing workflow., Conducted a detailed process mapping exercise to identify inefficiencies and unnecessary steps., Successfully eliminated redundant tasks, resulting in a substantial cost saving equivalent to 1 FTE., Implemented process improvements leading to enhanced efficiency and resource utilization., Utilized problem-solving skills to identify and address bottlenecks within the workflow., Collaborated with cross-functional teams to ensure seamless integration of optimized processes., Cost Analysis, Team Collaboration
Personal Information
- Father's Name: Mr. Nand Kishore Sharma
- Date of Birth: 02/05/86
- Nationality: Indian
Accomplishments
- GTO award winner in Q1 2024 at Global Level
Timeline
Assistant Manager
MetLife Global Operation Support Center
06.2011 - 03.2025
Bachelors - Computer Application
CCS University
Similar Profiles
MANISH JOSHIMANISH JOSHI
Account Executive - Payables and Receivables at MetLife Global Operation Support Center Pvt. LTD.Account Executive - Payables and Receivables at MetLife Global Operation Support Center Pvt. LTD.
Nipun ChoudhryNipun Choudhry
Quality auditor at Metlife Global operation support centre Pvt. LtdQuality auditor at Metlife Global operation support centre Pvt. Ltd
DIVYA DIVYA null
Finance Specialist at MetLife Global Operations Support Center Pvt. Ltd.Finance Specialist at MetLife Global Operations Support Center Pvt. Ltd.